Pegasystems Announces New AI and Robotics Capabilities

Pegasystems (NASDAQ:PEGA) announced new artificial intelligence (AI) and robotic automation capabilities in its customer relationship management products to optimize client sales and customer service effectiveness using desktop analytics and machine learning.
As quoted in the press release:

Pega now offers the only CRM solution that gives actionable advice to overcome these pitfalls and improve the employee and customer experience. Its workforce intelligence capabilities use robotic automation and AI to understand how sales and service agents work and how the apps and processes work for them. By combining these insights with CRM performance data, organizations have the unprecedented ability to not only identify masked inefficiencies but also realize how they directly affect agent performance and customer experience. These insights empower managers to improve the workforce environment by coaching employees with new approaches, automating redundant processes, or instituting more effective best practices.
Pega Customer Service and Pega Sales Automation united with Pega Workforce Intelligence finds new optimization opportunities that otherwise would go unnoticed, such as:

• Customer service reps with higher than average customer satisfaction ratings spent less time in certain non-essential applications, providing a roadmap for revising agent best practices and increasing overall team performance.

• Salespeople who exceeded their quotas spent extra time in the company sales training portal, presenting an opening for managers to coach lower performers on the impact of training to closing more deals.

• Sales and service agents who missed their goals were forced to toggle between systems and waste time re-keying information, highlighting an opportunity for robotic automation to help agents save time and put their focus back on the prospect or customer.

• IT maintenance normally scheduled for mid-morning caused an unexpected drop in staff performance, giving IT cause to shift the work to less intrusive times.

Click here for the full press release.